Scope of support

Blocker (P0)

Any critical functionality that prevents users from placing orders or causes brands to incur incorrect charges due to third-party integration failures.

- Unable to view products
- Cannot add items to car
t- Checkout page fails to load
- Search feature not working
- App crash/App loading issue

- Provide a workaround or permanent fix within 24 hours
- If a workaround is used, deliver a full resolution within 48 hours. (can extend, but should be clearly communicated on the full resolution timelines)

Critical (P1)

Defects impacting essential user flows (login, address management, sorting/filtering, wishlists, order tracking, returns, discounts, deep links).

- Deep links not opening
- Push notifications not delivered
- Discounts misbehaving
- Users unable to log in

Typical resolution within 4 business days, subject to complexity.

Major (P2 / P3)

Non-critical issues in third-party integrations or custom modules with minimal business impact, such as minor data discrepancies or visual/UI glitches.

- Push impressions not syncing to CRM
- Small design/layout tweaks

Resolve within 14 business days. If an app update is required, the fix ships in the next release after the 14-day window.

Release

Description

Reserved Release Days (2nd and 4th Tuesday)

- Fixes for P3 issues released on the next reserved release day. - New features may be released.

Issue Fixing Prioritization

Fixes for P1 and P2 issues are released on a priority basis.

Automatic Updates (every 2 months)

Automatic updates are pushed to ensure users receive the latest product enhancements.